Summary
Overview
Work History
Education
Skills
Personal Attributes
Timeline
Generic

Binod Upadhyaya

Campsie,Australia

Summary

Motivated and skilled IT professional with hands-on experience in technical support, customer service, and hardware diagnostics. Proficient in troubleshooting Windows environments, Office 365, and network systems. Recognized for delivering high-quality IT services with a strong focus on problem-solving and operational efficiency. Seeking a Level 1 IT Support role to apply technical expertise, enhance support processes, and contribute to seamless IT operations.

Overview

2
2
years of professional experience

Work History

Level 1 IT Support

12.2022 - Current
  • Delivered technical support and customer assistance via phone, email, in-person, and a ticketing system, ensuring timely resolution of issues
  • Utilized remote support tools such as TeamViewer, Remote Desktop, AnyDesk, Teams, and Zoom to efficiently troubleshoot and resolve technical problems
  • Escalated unresolved issues to higher-level support teams while maintaining clear communication and providing regular status updates
  • Managed user accounts in Active Directory on Windows Server 2016 and 2019 for onboarding and offboarding of employees
  • Administered Group Policy and configured file permissions on Windows Servers to manage shared drives and enforce application restrictions
  • Administered Office 365, including creating user accounts, managing shared mailboxes, resetting passwords, and assigning licenses
  • Configured and managed Multi-Factor Authentication and password resets in Azure Active Directory and Microsoft 365
  • Resolved system performance issues on Windows 8/10/11 using tools like Task Manager and Event Viewer to identify and address root causes
  • Troubleshot and resolved common Windows 8/10/11 issues, including password recovery, software malfunctions, and update failures
  • Performed network diagnostics using commands such as ipconfig and ping to ensure optimal network performance
  • Conducted system backups with various RAID configurations and managed Network-Attached Storage (NAS) setups
  • Administered Microsoft Outlook accounts, including configuring signatures, auto-replies, mail forwarding, and backing up PST files
  • Set up and maintained physical workstations, peripherals, phones, and printers, ensuring smooth network connectivity and functionality
  • Adhered to ITIL best practices and IT management methodologies to provide consistent, high-quality support
  • Managed mobile devices through Microsoft Intune, ensuring secure configuration and compliance with company policies

Customer Service Supervisor/ Duty Manager

Woolworth Groups Limited
12.2022 - Current
  • Managing the business and staff during evening shifts as a Duty Manager
  • Handling calls and emails from customers and various stakeholders, assisting with queries
  • Ensuring Work, Health and Safety standards are maintained to keep everyone safe
  • Complete all the reports for the front end and online, Managing the cash office on R10
  • Assisting customers in locating products and providing product information
  • Assisting in the training of new team members
  • Processing returned goods by adhering to the store's return policies
  • Continuously updating knowledge of products, promotions, and store policies to assist customers effectively
  • Providing excellent customer service at the register serving hundreds of customers
  • Rasing IT Incident through Service Hub
  • Managing Roster and payroll on Kronos

Field Technician

KK Technical Services
07.2024 - 08.2024
  • Configuring and setting up devices at designated desk locations, ensuring proper installation and functionality.
  • Moving and repositioning old IT assets as required, following proper handling protocols.
  • Performing hardware swaps, including PCs, laptops, and peripherals, ensuring compatibility and proper operation.
  • Conducting asset inventory, obtaining necessary signoffs, and preparing detailed reports as required.
  • Conducting remote or onsite troubleshooting for technical issues relating to PCs or network systems, ensuring minimal downtime.
  • Acting as the escalation point for Level 1 technical issues and setup-related queries from onsite customers.

Education

Bachelor of Information Technology -

Crown Institute of Higher Education
Sydney, NSW
07.2023

Skills

  • Windows Server & Active Directory: Managing Windows Server 2016/2019, Active Directory, Group Policy, DHCP, DNS, and Print Servers
  • IT Ticketing & Remote Tools: Using Freshdesk for ticketing and remote tools like TeamViewer, RDP, Zoom, and Microsoft Teams for communication and troubleshooting
  • Office 365 Administration: Handling Azure AD, MFA, Exchange email, Teams, SharePoint, OneDrive, Skype for Business, and licensing
  • Microsoft Intune: Managing device enrolment, software packaging, deployment, and mobile device management (MDM)
  • Microsoft Applications: Skilled in Word, PowerPoint, Excel, and Outlook, including troubleshooting and diagnosing Outlook issues
  • Windows OS: Working with Windows 8/10/11, handling boot issues, file systems, BSOD, and port forwarding
  • User Management: Onboarding and offboarding users
  • Networking: Knowledgeable in routing protocols (OSPF, EIGRP) and switching protocols (EtherChannel, STP, VLAN tagging), LAN, WAN, TCP/IP, and AP configuration

Personal Attributes

  • Time management & multitasking: Skilled at managing time, multitasking, and handling high-priority tasks effectively.
  • Communication & customer service: Excellent communication skills, experienced in customer service, and building positive relationships.
  • Adaptability & motivation: Highly adaptable, creative, motivated, and committed to delivering quality work with a good sense of humour.
  • Creativity & innovation: Creative thinker who brings innovative solutions to the table, contributing to team success.
  • Teamwork Collaboration: Friendly, humble, and effective at creating positive relationships with colleagues and clients, as well as being adaptable to new situations and challenges.
  • Customer satisfaction: Experienced in ensuring client satisfaction through excellent customer service and support.
  • Professional growth: Dedicated to continuous learning and professional growth, always seeking opportunities to improve and expand skills.

Timeline

Field Technician

KK Technical Services
07.2024 - 08.2024

Level 1 IT Support

12.2022 - Current

Customer Service Supervisor/ Duty Manager

Woolworth Groups Limited
12.2022 - Current

Bachelor of Information Technology -

Crown Institute of Higher Education

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Binod Upadhyaya